Smart meter problems and how to fix them (UK homes)

The steps below cover the most frequent issues UK households face with their smart meters and in-home displays. Always read any instructions given by your energy supplier and on the device itself.

Fix 1: In-home display is blank or won’t turn on

First, check whether the problem is with the IHD itself or with power.

1. Check the power cable and socket
   Make sure the cable is firmly connected at both ends and the plug socket is switched on. Try a different socket if possible.
2. Try a reset
   Most IHDs have a small reset button on the back or underneath. Use a blunt object (like a pen lid) to press and hold it for a few seconds, then wait for the screen to restart.
3. Move it closer to the electricity meter
   The IHD communicates wirelessly with your smart meter. Thick walls, metal cupboards and long distances can all weaken the signal. Try plugging it in within a few metres of the electricity meter.
4. Give it time after installation or switching
   After your meter is first installed, or after you change supplier, it can take up to 48 hours for the IHD to fully connect and show data.

If the display still won’t power on, is cracked or appears physically damaged, contact your supplier. They may be able to replace the IHD, especially if it’s still within warranty.

Fix 2: IHD says “waiting for data” or shows wrong prices

This usually means the IHD is having trouble talking to your smart meter, or your tariff details haven’t updated correctly.

1. Check the location of the IHD
   Keep it indoors, within range of the electricity meter. Avoid cupboards, windowsills behind thick walls and areas close to large metal appliances.
2. Restart the IHD
   Turn it off at the plug, wait 30 seconds, then turn it back on and allow up to 15 minutes for it to reconnect.
3. Recently changed tariff?
   If you’ve switched to a new tariff or supplier, your IHD prices might not match your bill for a while. The IHD should update automatically, but your supplier can often push a tariff update remotely if needed.
4. Check whether smart readings are still being sent
   Log in to your supplier’s online account or app. If meter readings are still arriving automatically, the problem is likely with the IHD only, not the meter.

Fix 3: Smart meter not sending readings to your supplier

If bills are estimated again, or your supplier asks for manual readings, try the following:

1. Check for local outages
   Occasionally there may be a temporary issue with the smart meter network in your area. Your supplier may list known issues on their website or app.
2. Check the communication hub
   For many smart setups, a small communication hub is installed next to your electricity meter. Look for status lights:
   • Solid green or flashing lights usually mean it’s working.
   • No lights or persistent red lights may indicate a fault.
   If you can safely reach it, you can try turning the main power to the meter cupboard off and on again (as long as there are no safety warnings telling you not to). If in doubt, contact your supplier instead.
3. Make sure your home has mobile coverage
   Some smart meters still rely on mobile networks. If your area has very poor signal, your meter may struggle to send readings, especially in basements or thick-walled cupboards. Your supplier may need to move your meter, replace it or use a different communication method.
4. Provide manual readings while it’s fixed
   To avoid estimated bills, provide manual meter readings through your online account, app or by phone until the smart connection is restored.

Fix 4: Issues after switching energy supplier

If your smart meter went “dumb” after a switch, you’re not alone. Many SMETS1 meters are in the process of being remotely upgraded to work across suppliers.

1. Check with your new supplier
   Ask whether your smart meter is compatible with their systems and whether it has been enrolled in the national Data Communications Company (DCC) network.
2. Ask about a remote upgrade
   In many cases, your existing SMETS1 meter can be upgraded remotely so that smart features return without a physical replacement.
3. If a replacement is needed
   Your new supplier may offer to fit a SMETS2 meter. This should restore smart functionality and remain smart when you switch again in the future.
4. Keep sending manual readings
   Until your meter is fully smart again, you’ll need to send regular readings to avoid estimates.

Fix 5: Prepayment smart meter problems

If you pay as you go, smart meter issues can quickly affect your supply. Always keep receipts and reference numbers for top-ups.

1. Top-up not appearing on the meter
   If your credit hasn’t appeared within an hour:
   • Check you used the correct meter or account number.
   • Look for a “vend code” or “UTRN” (unique transaction number) on your receipt.
   • Try entering this code manually into your meter or IHD if it allows.
2. Emergency credit not available
   The rules for emergency credit vary by supplier. Check your supplier’s guidance on how to activate it from your IHD or meter keypad.
3. If you are off supply
   Contact your supplier’s emergency or out-of-hours number straight away. They can often help you get back on supply remotely or guide you through the steps on your meter.

Fix 6: Smart meter display shows error codes

Different suppliers and meter manufacturers use different error codes, but some common patterns include:

• Communication errors – often relate to network or signal issues.
• Supply disconnected – may appear on prepayment meters when you run out of credit.
• Technical fault – sometimes a code that only your supplier can interpret.

If you see a code you don’t understand, note it down exactly (and if possible, take a photo) and contact your supplier. They have full technical manuals for the meters they install and can tell you what the code means and what to do next.

Once your smart meter and in-home display are working properly, they can make it much easier to control your home energy use and cut waste.

Track your usage in real time

Your IHD shows how much electricity and gas you’re using in near real time. You can see the impact of:

• Turning appliances on and off.
• Changing your heating schedule or thermostat setting.
• Using high-energy devices like tumble dryers or electric heaters.

Spot waste and save money

By checking your daily and weekly usage patterns, you can identify where energy is being wasted and make targeted changes, such as:

• Turning devices off at the plug instead of leaving them on standby.
• Replacing old bulbs with LEDs.
• Improving insulation or draught-proofing in problem rooms.

Make the most of cheaper tariffs

Some energy suppliers offer special smart tariffs, such as time-of-use rates or EV charging deals. A working smart meter is essential for these. If you’re interested in cheaper off-peak electricity or low-carbon tariffs, fixing any smart meter problems is a good first step.